Special Report: Serving Customers During Times of Crisis


The coronavirus is severely impacting our businesses and market.

How can businesses continue to deliver a customer-centric experience amidst the coronavirus pandemic? What remains as it always has, however, is the fundamental idea of customer centricity.

Your customers are the core of your business – pandemic or not. They will expect the same level of care and support that they received prior to the pandemic. However, delivering the same experience and engaging your customers can be challenging during unprecedented times.

Most businesses struggled to quickly adapt to the changes brought on by the coronavirus because they lacked the right technology, tools, and priorities.

This report is your guide to navigate this difficult climate by successfully engaging customers, delivering customer experience, and continuing to engage them in the future whether in economic turmoil or not.

Topics in this report includes:

  • 5 crucial focus points to invest in to become a customer centric organization during a crisis
  • Why organizations need to establish agility as a fundamental quality
  • The importance of empathy to drive a more mature workforce now and for the future
  • What is a super channel and is it better than omnichannel?
  • Insight into peak operational readiness and business continuity planning
  • How to maintain engagement and nurture culture when agents go remote

Learn how to us transparency, empathy, and agility to empower your business by building lasting relationships with your customers. Get a step by step guide in employing super channels to help you navigate the digital age.

View the full report here.

As we continue to connect with our CCW community, we see the needs of customer contact executives to come together and share ideas on how navigating today's new challenges, and are providing that opportunity at Customer Contact Week in Las Vegas, August 24-28, 2020. We're working to ensure the onsite experience includes proper guidelines for sanitation and social distancing, while still delivering cutting-edge content and opportunities to network with peers and solution providers. View the agenda now.

We've also introduced CCW At Home, the virtual companion to CCW Las Vegas, to provide you with select content and features of the live event, from the comfort of your home. Learn more and register for free now.